Job Description:

Service Delivery Manager 


The Customer Service and Support function is responsible for activities related to assisting, supporting, and resolving customers questions specific to products and services.

Customer Services > Non-Technical
Provides resolutions to customer issues, analyzing workforce activities, delivering customer-centric experiences, providing product support, and offering administrative assistance. These professionals respond to customer problems, analyze workforce needs, develop support strategies, maintain product knowledge, and report issues to design departments. They prioritize customer satisfaction, optimize operations, identify business opportunities, and ensure efficient administrative support.

Role Knowledge and Application
Complete knowledge and full understanding of area of specialization, principles and practices within a professional discipline. Assesses unusual circumstances and uses sophisticated analytical and problem solving techniques to identify cause. Resolves and assesses a wide range of issues in creative ways and suggests variations in approach. This job is the fully qualified, experienced professional, journey-level position.

Complexity and Problem-Solving
Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Devises solutions based on limited information and precedent and adapts existing approaches to resolve issues. Uses evaluation, judgment, and interpretation to select right course of action.

Supervision
Work is done independently and is reviewed at critical points.

Collaboration and Interaction
Enhances relationships and networks with senior internal/external partners who are not familiar with the subject matter often requiring persuasion. Adapts style to differing audiences and often advises others on difficult matters.

Recommended Background and Experience
Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work experience.